CANCEL, RETURN, EXCHANGE & REFUND POLICY

ORDER CANCELLATION

Orders and pre-orders cannot be canceled online by customer. If you would like to cancel your order, contact our customer support immediately and we will assist the order cancellation process. All orders are processed when you complete the order. During this process we incur irreversible fees and charges. The cancellation fee covers these costs. By canceling your order, future orders are no longer eligible for the same promotion or discounts.

CANCELLATION BEFORE SHIPMENT

A 2.5% cancellation fee will be incurred.

CANCELLATION AFTER SHIPMENT 

We cannot cancel your order or stop the shipment once the order is shipped and it will be handled as a return. Please reference below “EXCHANGE, RETURN & REFUND” section for the details.

 

EXCHANGE, RETURN & REFUND

Due to the nature of the product, we only accept defective items or unopened packages for returns within fourteen (14) days of delivery. If you would like to return the item, contact our customer support immediately within the return window. Phone communication is required throughout the return and refund process. We can only issue a refund when the return product is received by us in its original condition. Return items will be inspected within seven (7) business days of receipt. Products returned without arrangements will not be approved for refund.

EXCHANGE DEFECTIVE & DAMAGED ITEMS

If the product you received is damaged during shipping or found to be defective, contact us immediately for evaluation and to make a free exchange arrangement within fourteen (14) days of receiving the product.

INTERNATIONAL RETURNS & EXCHANGE

International returns may take longer to arrive at our facility in the U.S. and additional charges and fees may apply. If you would like to return the product, please make sure to contact us immediately to discuss the best option to prevent complications with your return.

REFUND

S&H costs, taxes, customs fees, and any additional fees are non-refundable. If you receive free shipping from us the S&H cost will be deducted from the refund amount. Up to a 30% restocking fee may apply for a product approved for refund. If you are approved, your refund will be processed within three (3) business days*. (*Processing time varies by each credit card company/ bank and will be reflected in your account or statement accordingly.) If the package is sent back to us by the carrier or customs officials, the purchaser is still responsible for any additional return shipping cost and fees, and they will be deducted from the refund amount. A 15% restocking fee will be applied to orders returned in original condition by the carrier or customs officials as "unclaimed", "refused", "unable to deliver", "incorrect address or name", "no response after few attempts made to deliver", or "illegal to import".

 

RETURN SHIPPING

All returns must be shipped via trackable shipping service. We cannot be responsible if we do not receive your returned product. Unfortunately, we cannot provide return shipping labels due to all returns being unique. Shipping costs must be prepaid by the customer. If the product is damaged during return shipping, the shipper is responsible for filing an insurance claim against the carrier. We highly recommend insuring your return shipment.

 

 

This information is subject to change without notice.
For more information, contact us at: info@holyhydrogen.com